About the role

Respond to incoming inquiries and requests from credit card clients in a pleasant, courteous, knowledgeable and professional manner
Make outbound calls to clients to resolve disputes, educate clients on dispute handling process, or request additional information
Take complete ownership of calls and follow up with customers when necessary
Gather information as required by Visa and MasterCard Operating Regulations to process and support chargebacks
Request and send customer correspondence and follow up
Resolve credit card application inquiries using Review, Secured, Duplication, Missing and Verification rules
Process credit limit change requests using clear and empathetic judgement
Participate in 5 weeks of training (mix of in-class learning and on-the-job application)
Work within Contact Centre hours and be flexible for evening, weekend and holiday shifts

Requirements

Fluency in French and English (bilingual)
Reside within a 2 hour radius of the CIBC main Office (440 King St, Fredericton)
Ability to attend primary work location within two hours' notice
Ability to work independently with a secure workspace (room/office with door)
Wired Internet connection (minimum download 15 Mbps and upload 10 Mbps); satellite internet prohibited
Flexible to work evening shifts, weekends and holidays (Contact Centre hours Mon–Sun 8:00AM–12:00AM EST)
Legally eligible to work at the specified location (valid work or study permit where applicable)
May be required to complete attribute-based assessment and skills tests (simulation, coding, French proficiency, MS Office)
Call center, customer service and communication skills